Poor employee–customer interactions influence customer satisfaction and employee well-
being. In studying these negative exchanges, researchers tend to take either the perspective …

Regulatory fit, or the match between an individual's regulatory orientation and the strategy
used to sustain it, offers a pervasive predictor of customer behavior. Merely reaching a …

Purpose When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance
behaviour among customers, and it can also be seen as a threat to the survival of the …

Abstract Service robots are playing an increasing role in tourism and hospitality. However,
this advanced technology is not immune to mistakes. The current research focuses on …

Due to the experiential nature of travel-related products, online reviews have become an
increasingly popular information source in travel planning and have a profound effect on …

The key to excellent service delivery is to ensure harmonious interactions between service
actors. Therefore, in the event of service failure incidents, an understanding of the roles and …

This study predicts that the intrinsic (creative personality) and extrinsic motivators
(transformational leadership) reinforce employee creativity and job performance in the …

Purpose Extant literature holds contradictory views about the brand love's moderation effect
in the link between brand failure and consumer's retaliation. This paper aims to first examine …

This study aims to investigate the effects of online customer reviews, regulatory focus, and
product type on purchase intention, as well as the effect of whether purchase intention is …

Prior cultural research generally agrees that Asian consumers (collectivists), who emphasize
social harmony, are less likely to complain but more likely to switch and to spread negative …